Go-To-Market Leader, AI-Driven CX & Ops

Capgemini; United States; Hybrid; USD 106,000 - 155,000; Full time

Benefits offered by this job

Vacation & holidays

Medical coverage

Retirement plans

Job summary

Capgemini, a global leader in consulting, digital transformation and engineering services, is seeking a Go-To-Market Leader for AI-enabled CX within its Intelligent Business Operations. You will connect CX, sales and marketing, data and technology to move clients from pilots to scalable, responsible transformation with measurable business outcomes.

You will lead redesigns of customer operations around AI agents, build a robust sales pipeline and support end-to-end deal cycles across service,

Qualifications

• Experience designing, selling and deploying AI-enabled contact centre solutions with people, process and data.
• Experience in commercial modelling and sizing.
• Proven ability to manage a sales pipeline and win new business in CX/Contact Centre markets.
• Strong knowledge of CCaaS, CRM, data platforms and evolving operating models.
• Cross-sector experience with Energy, Telco, Media or Technology sectors.

Responsibilities

• Lead clients in redesigning customer operations around human expertise, AI agents, automation and intelligent workflows to deliver more personal, proactive and efficient experiences
• Build a sales pipeline of annuity and project-based opportunities
• Support deal cycles from intake to proposal development and related governance
• Consult with internal stakeholders across industry verticals to engage with existing and new clients
• Create and drive industry-leading, digital-first omnichannel CX and AI strategies that improve customer, employee and commercial outcomes
• Assess client journeys, operations, data and technology to identify high-value use cases for generative AI, conversational AI, agent assist, intelligent automation, analytics and self-service
• Build outcome-led business cases and transformation roadmaps that connect AI investment to measurable improvements in revenue, customer satisfaction, employee productivity, containment, quality and cost-to-serve
• Help clients redesign roles, skills, capacity and change programs as AI reshapes work across customer service, sales and marketing operations
• Recommend sourcing and operating models that balance experience, growth, resilience, control and cost, including the effective orchestration of client teams, managed services, technology partners, automation and AI agents
• Shape integrated technology recommendations spanning CCaaS, CRM, data, knowledge management, automation, generative AI and agentic AI, with appropriate security, governance and responsible AI controls
• Build propositions and pursue opportunities with hyperscalers, CCaaS, CRM, data and AI partners, bringing together the right ecosystem to accelerate client outcomes

Skills

AI-enabled CX

Sales pipeline

CCaaS integration

Generative AI

Customer operations

Tools

Salesforce

Zendesk

AWS

Genesys Cloud

Google CCAI

NICE CXone

Job description

Capgemini, a global leader in consulting, digital transformation and engineering services, is seeking a Go-To-Market Leader for AI-enabled CX within its Intelligent Business Operations. You will connect CX, sales and marketing, data and technology to move clients from pilots to scalable, responsible transformation with measurable business outcomes.

You will lead redesigns of customer operations around AI agents, build a robust sales pipeline and support end-to-end deal cycles across service,